Service Level Agreement (SLA)

Company Registration Details

• Legal name: WawaCloud Inc.
• Operating brand: WawaNode
• Corporation number: 1796675-0
• Business number (BN): 712062637RC0001
• Date of incorporation: May 26, 2026
• Governing legislation: Canada Business Corporations Act (CBCA), federal corporation
• Registered office: 366 Coachwhip Trail, Newmarket, ON L3X 2R2, Canada
• Website: https://wawanode.com

WawaCloud Inc. is the legal contracting party for the Services; WawaNode is its operating brand. The registered office is the corporation's legal address, not a customer-support channel.

Effective date: February 12, 2026

Company name: WawaCloud Inc. (operating as "WawaNode", "we", "us")

WawaNode (哇哇) is the operating brand of WawaCloud Inc. WawaCloud Inc. is a Canadian federal corporation incorporated under the Canada Business Corporations Act (CBCA), with its registered office in the Province of Ontario, Canada.

Website: https://wawanode.com

Customer support: Console → Tickets (https://wawanode.com/dashboard/tickets/new)

Support email: support@wawanode.com

Abuse reports: abuse@wawanode.com

Legal: legal@wawanode.com

Privacy: privacy@wawanode.com

1. Overview

This Service Level Agreement (the "SLA" or this "Agreement") sets out the service availability targets, compensation standards, exclusions, and claim procedures that WawaCloud Inc. (operating as "WawaNode", "we", "us") provides for certain eligible cloud servers, VPS, dedicated servers, network services, and related infrastructure services. WawaCloud Inc. is the contracting party that provides the service.

This Agreement forms part of the Terms of Service. By purchasing, renewing, using, or continuing to use our services, you confirm that you have read, understood, and agreed to this Agreement.

This Agreement applies only to services that are expressly covered by this Agreement and whose account status is in good standing. Unless expressly stated otherwise on the product page, the order page, or in a written agreement, this Agreement does not constitute a guarantee that any service will be absolutely uninterrupted, free of faults, free of latency, free of data loss, or permanently available.

2. Scope

This Agreement applies to the following eligible services:

1. VPS / cloud servers;
2. Dedicated servers;
3. Bare-metal servers;
4. Network connectivity services;
5. IP address routing services;
6. Certain storage or add-on services;
7. Other services expressly identified as SLA-eligible on the product page.

This Agreement does not apply to the following services or matters:

1. Free services;
2. Trial services;
3. Beta-test services;
4. Promotional or complimentary services;
5. Third-party software;
6. Domain names, SSL certificates, software licenses, or other third-party products;
7. Software, systems, and applications that you install, configure, or manage yourself;
8. Services that have not been paid on time, or that have been suspended, restricted, or terminated;
9. Services affected by a violation of the Terms of Service, the Acceptable Use Policy, or other rules;
10. Services expressly stated on the product page as not SLA-eligible.

3. Service Availability Targets

Unless otherwise stated on a specific product page or in a written agreement, our target is to provide the following service availability for eligible services:

Network availability target: 99.9% per calendar month

This target merely reflects our commercially reasonable efforts to maintain service availability. It does not represent that any service will remain fully available at any time, in any region, on any carrier, over any third-party network, or to any destination website.

4. Definition of Network Availability

"Network availability" means that, within our reasonable control, your service is able to conduct basic IP-layer communication with the public internet through our core network.

Network unavailability generally refers to:

1. A failure of our core network;
2. A failure of our upstream network within our control;
3. A failure of our network equipment that prevents your service from communicating with the public internet;
4. A failure of our data center network that makes your service unreachable;
5. Other sustained failures confirmed by us to fall within the scope of the network under our control.

Network unavailability does not include the exclusions listed in this Agreement.

5. Definition of Server Availability

"Server availability" means that, within our reasonable control, the server hardware, power, underlying network, and underlying virtualization platform are in an operable state.

Server unavailability generally refers to:

1. Physical server hardware failure;
2. Physical server power failure;
3. Underlying virtualization platform failure;
4. Storage node failure;
5. Host machine failure within our control;
6. Service unavailability confirmed by us to be at the infrastructure level.

Server unavailability does not include problems caused by the user's operating system, software, configuration, firewall, security policies, data, applications, or third-party software.

6. Calculation Method

Monthly service availability is generally calculated as follows:

Monthly service availability = (total minutes in the month − confirmed minutes of unavailability) / total minutes in the month × 100%

Unavailable time begins when we confirm that the service is unavailable due to a fault that qualifies under the SLA, and ends when the service is restored.

The following time is not counted as unavailable time:

1. Scheduled maintenance time;
2. Emergency maintenance time;
3. Unavailable time caused by the user;
4. Unavailable time caused by third parties or upstream providers;
5. Unavailable time caused by the exclusions;
6. Time that cannot be confirmed through our monitoring systems or technical records;
7. Time that cannot be verified because the user did not submit a fault report in a timely manner.

7. Service Compensation Standards

If an eligible service fails to meet the applicable service availability target within a given calendar month, and the fault is not one of the exclusions set out in this Agreement, you may apply for service compensation in accordance with this Agreement.

The compensation standards are as follows:

• Monthly availability 99.0% to 99.89%: compensation of 2% of the affected service's fees for that month
• Monthly availability 95.0% to 98.99%: compensation of 5% of the affected service's fees for that month
• Monthly availability below 95.0%: compensation of 10% of the affected service's fees for that month

Service compensation applies only to the specific affected service and does not apply to other unaffected services under your account.

The total service compensation for any single service in a single calendar month shall not exceed 10% of the fees actually paid for that affected service in that month.

Service compensation is provided only as account balance, service credit, or an extension of the service period, and is not provided in cash, by original-route refund, or by withdrawal, unless mandatorily required by applicable law or agreed by us in writing.

8. Form of Compensation

Service compensation is generally provided in one or more of the following forms:

1. Account balance;
2. Service credit;
3. Extension of the service period;
4. Other reasonable compensation methods confirmed by us.

Unless mandatorily required by applicable law or agreed by us in writing, SLA compensation is not provided as a cash refund, an original-route refund, or a withdrawal.

Service compensation has no cash value and cannot be withdrawn, transferred, or exchanged for cash. It cannot be used to offset violation fees, chargeback fees, abuse-handling fees, third-party fees, software license fees, or other restricted items.

If your account has outstanding debt, chargebacks, an abuse record, fraud risk, or a violation of the Terms of Service, we have the right to refuse, cancel, suspend, or reduce SLA compensation.

9. Eligibility Conditions for Compensation

You must satisfy all of the following conditions to apply for SLA compensation:

1. Your account is in good standing;
2. The affected service was in valid paid status when the fault occurred;
3. The affected service had not been suspended due to non-payment, violation, abuse, legal requirements, or a user request;
4. The fault constitutes service unavailability within our reasonable control;
5. The fault is not one of the exclusions set out in this Agreement;
6. You submit the compensation claim within the prescribed time limit;
7. You provide sufficient information for us to verify the fault;
8. We confirm that the fault qualifies for SLA compensation.

10. Compensation Claim Procedure

To apply for SLA compensation, you must submit a claim within 7 days after the fault occurs, through the console ticket system (Console → Tickets) or by emailing support@wawanode.com.

The claim should include the following information:

1. Account email;
2. Service ID or server number;
3. Affected IP address;
4. Date the fault occurred;
5. Start and end time of the fault;
6. Your time zone;
7. A description of how the fault manifested;
8. Monitoring screenshots, logs, MTR, traceroute, ping records, or other evidence;
9. The reasons you believe SLA compensation should apply.

Claims that are submitted late, are incomplete, cannot be verified, lack evidence, or do not meet the conditions of this Agreement may be rejected.

11. Review and Confirmation

We will review SLA claims based on system monitoring, network logs, data center records, upstream provider information, ticket records, evidence submitted by the user, and other available information.

Whether a fault constitutes SLA-qualifying service unavailability is determined reasonably by us based on technical records and the actual circumstances.

If the monitoring data submitted by the user is inconsistent with our system records, we will analyze the situation comprehensively, but we do not guarantee that we will fully adopt third-party monitoring results.

12. Scheduled Maintenance

We may perform scheduled maintenance on servers, networks, storage, control panels, power systems, security systems, routing equipment, virtualization platforms, billing systems, or other infrastructure.

Scheduled maintenance may cause brief service interruptions, degraded performance, routing changes, or the temporary unavailability of certain functions.

Scheduled maintenance is not counted as SLA unavailable time.

We will, where reasonably practicable, provide advance notice of scheduled maintenance. However, whether advance notice is given, and the timing and method of notice, depend on the nature of the maintenance, its urgency, and the actual circumstances.

13. Emergency Maintenance

To address security vulnerabilities, hardware failures, network attacks, data center issues, upstream failures, routing anomalies, legal requirements, or other emergencies, we may carry out emergency maintenance without prior notice.

Emergency maintenance is not counted as SLA unavailable time.

Emergency maintenance may include:

1. Restarting equipment;
2. Replacing hardware;
3. Adjusting routing;
4. Restricting ports;
5. Migrating services;
6. Upgrading systems;
7. Fixing security vulnerabilities;
8. Temporarily disconnecting the network;
9. Adjusting protection policies;
10. Taking other necessary measures.

14. SLA Exclusions

The following situations are not covered by the SLA and do not give rise to service compensation:

1. Scheduled maintenance;
2. Emergency maintenance;
3. User configuration errors;
4. User operating system failures;
5. User software failures;
6. User application failures;
7. User firewall, security group, or access control misconfiguration;
8. User password, key, certificate, or account permission issues;
9. Exhaustion of the user's server resources;
10. Exhaustion of the user's disk space;
11. Excessive use of the user's CPU, memory, I/O, or connection count;
12. User data corruption, accidental deletion, or lack of backups;
13. Failures caused by the user installing or modifying kernels, drivers, virtualization modules, or network configurations;
14. Issues caused by the user installing PVE, LXC, KVM, Docker, ESXi, Hyper-V, or similar systems;
15. The user being compromised, infected with malware, or used to launch attacks;
16. The user violating the Terms of Service or the Acceptable Use Policy;
17. Suspension for non-payment;
18. Abuse handling;
19. Restrictions imposed due to legal, court, regulatory, law-enforcement, or upstream requirements;
20. DDoS attacks, DoS attacks, or other malicious traffic;
21. Restrictive measures taken to defend against DDoS, filter attacks, or protect the network;
22. Upstream provider failures;
23. Data center failures;
24. Failures of internet backbones, carriers, cross-border links, third-party networks, or destination websites;
25. Failures of third-party DNS, domains, SSL, software licenses, or APIs;
26. Third-party platforms banning, restricting, or blocking IPs;
27. Issues with IP address geolocation databases, risk scoring, or platform identification;
28. Force majeure;
29. Other events beyond our reasonable control.

15. Network Latency, Packet Loss, and Routing

Public internet connectivity is affected by many factors, including carrier routing, cross-border links, international gateways, destination websites, third-party networks, DDoS protection policies, internet congestion, and local network quality.

The following situations generally do not constitute a breach of the SLA:

1. Higher latency to specific regions;
2. Unstable links to specific carriers;
3. Abnormal access to specific websites, platforms, or game servers;
4. Packet loss on third-party networks;
5. Detours via third-party nodes;
6. International routing changes;
7. Issues with the user's local network;
8. Restrictions imposed by the destination server or destination website;
9. Third-party platforms blocking data center IPs;
10. Short-term fluctuations on the public internet.

Unless we confirm a core network failure within our control, latency, detours, slow access in certain regions, or abnormal access on specific carriers generally do not qualify for SLA compensation.

16. DDoS and Attack Traffic

DDoS attacks, DoS attacks, traffic floods, reflection attacks, amplification attacks, malicious scanning, abnormal connections, large volumes of small packets, high PPS, or other attack traffic do not qualify for SLA compensation.

To protect our network, platform, upstream providers, data centers, other customers, and third parties, we may take the following measures when an attack or abnormal traffic occurs:

1. Limit bandwidth;
2. Restrict ports;
3. Scrub traffic;
4. Null-route the IP;
5. Temporarily disconnect the network;
6. Suspend the service;
7. Adjust routing;
8. Reclaim the IP;
9. Require the user to remediate;
10. Terminate the service.

Service unavailability or performance degradation caused by attacks, protection, scrubbing, null-routing, or security restrictions does not constitute a breach of the SLA.

17. Nested Virtualization and Unsupported Features

Certain regions, nodes, products, or services may not support, or may not guarantee support for, nested virtualization, nested containerization, TUN/TAP, bridged networking, custom kernels, kernel module loading, additional MAC addresses, additional routes, PVE, LXC, LXD, KVM, nested Docker, ESXi, Hyper-V, or similar features.

System unavailability, network anomalies, performance degradation, data corruption, service interruptions, or boot failures caused by your installing, configuring, running, or attempting to use the above features do not qualify for SLA compensation.

Even if certain features are available at a given time, this does not mean that we commit to continuously supporting or maintaining those features.

18. Dedicated Server Hardware Failures

For eligible dedicated servers, if a hardware failure confirmed by us occurs, we will use commercially reasonable efforts to diagnose, repair, or replace the hardware.

Hardware failures may include:

1. CPU failure;
2. Memory failure;
3. Hard disk failure;
4. Motherboard failure;
5. Power supply failure;
6. Network card failure;
7. Other physical hardware failures.

The time required to replace hardware may be affected by inventory, data center staffing, suppliers, shipping, maintenance windows, and the actual technical circumstances.

A disk failure, array failure, file system corruption, or data loss does not mean that we are responsible for data recovery. You should maintain your own independent backups.

19. Data and Backups

The SLA does not cover data integrity, data recovery, data loss, backup failures, snapshot failures, or corruption of user content.

Unless you have purchased a service that expressly includes backups or managed backups, we do not guarantee to retain, restore, or back up your data.

Even if we provide backup, snapshot, or imaging functions, this does not mean that a backup will necessarily succeed or be complete, real-time, or recoverable.

You should maintain your own independent, complete, and recoverable data backups.

20. Control Panel and Auxiliary Systems

Unavailability of the control panel, billing system, ticket system, API, monitoring dashboard, automated deployment system, or other auxiliary systems does not necessarily mean that the server or network service is unavailable.

Unless otherwise stated on the product page or in a written agreement, failures of auxiliary systems generally do not qualify for compensation under this SLA.

We will use reasonable efforts to maintain the availability of auxiliary systems, but we do not guarantee that they will be entirely uninterrupted or error-free.

21. IP Addresses and Third-Party Identification

The SLA does not guarantee the identification results of an IP address on third-party platforms, databases, or services.

The following matters do not qualify for SLA compensation:

1. Inaccurate display of IP geolocation;
2. An IP being identified as a data center, proxy, VPN, or high-risk;
3. An IP being restricted by streaming, gaming, payment, social, e-commerce, email, or other third-party platforms;
4. An IP being placed on a third-party blacklist;
5. An IP's reputation being affected by user behavior;
6. Delays in IP database updates;
7. Changes in third-party platform policies;
8. Third-party websites proactively banning or restricting access.

22. User Reporting Obligations

If you discover a service anomaly, you should contact us promptly through the console ticket system (Console → Tickets) or by emailing support@wawanode.com.

You should provide sufficient information to help us investigate, including:

1. Service ID;
2. IP address;
3. Time of the fault;
4. Your region and network carrier;
5. Ping, MTR, traceroute, logs, or screenshots;
6. Operating system status;
7. Recent configuration changes;
8. Other relevant information.

If you do not report a fault in a timely manner, or do not provide sufficient information for us to verify it, the relevant time may not be counted as SLA unavailable time.

23. Sole Remedy

To the maximum extent permitted by law, SLA compensation is the sole and exclusive remedy available to you for service unavailability, network failures, or infrastructure failures.

Other than the service compensation expressly provided in this Agreement, we bear no other liability for damages, including but not limited to:

1. Loss of profits;
2. Loss of revenue;
3. Data loss;
4. Business interruption;
5. Loss of goodwill;
6. Cost of substitute services;
7. Third-party claims;
8. Indirect, special, incidental, consequential, or punitive damages.

In no event shall SLA compensation be construed as our acknowledgment of any additional liability for damages, liability for breach-related damages, or liability for third-party losses.

24. Abuse and Fraudulent Claims

You must not submit false, exaggerated, duplicate, forged, or fraudulent SLA compensation claims.

If we find that you are abusing the SLA mechanism, falsifying monitoring records, submitting false evidence, repeatedly manufacturing faults, or obtaining compensation through abnormal behavior, we have the right to:

1. Refuse compensation;
2. Cancel account balance;
3. Suspend the service;
4. Terminate the service;
5. Reject future compensation claims;
6. Take other necessary measures.

25. Limitation on Multiple Compensations

The same incident may not receive multiple compensations.

If the same fault affects multiple services at once, compensation is calculated only for the services that are actually affected and eligible.

If the same fault is simultaneously subject to the Refund Policy, service compensation, manual compensation, or other benefits, we have the right to choose one reasonable method of handling it, without stacking multiple remedies.

Within the same calendar month, the cumulative compensation any service receives for all SLA incidents shall not exceed 10% of the fees actually paid for that service in that month.

26. Changes to This Policy

We may update this Agreement from time to time to reflect changes in law, technology, suppliers, data centers, network architecture, products, or business.

The updated Agreement will be published on our website with a new effective date. Your continued use of the services after the Agreement is updated indicates your acceptance of the updated Agreement.

For SLA claims that have already arisen and been submitted within the prescribed time limit, we generally process them under the SLA version in effect at the time the fault occurred, unless otherwise required by law or special circumstances.

27. Governing Law and Dispute Resolution

This Agreement is governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to its conflict-of-laws rules.

Any dispute, controversy, or claim arising out of or relating to this Agreement or our services shall be submitted to the exclusive jurisdiction of the courts located in the Province of Ontario, Canada, and you irrevocably attorn to the personal jurisdiction and venue of those courts.

If applicable law mandatorily grants you certain rights or remedies in your place of residence, nothing in this section affects those non-waivable statutory rights.

28. Contact Information

If you need to report a fault, apply for SLA compensation, or inquire about service availability, please contact us as follows:

WawaCloud Inc. (operating as "WawaNode")

Registered office: Province of Ontario, Canada

Website: https://wawanode.com

Customer support: Console → Tickets (https://wawanode.com/dashboard/tickets/new)

• Support email: support@wawanode.com
• Abuse reports: abuse@wawanode.com
• Legal: legal@wawanode.com
• Privacy: privacy@wawanode.com

WawaNode does not publish a public telephone number. All fault reports, SLA compensation claims, and service inquiries are handled through the console ticket system and the role-based email addresses above.

29. Note on the Chinese Version

The Chinese version of this Agreement is provided for the reading and understanding of Chinese-speaking users. In the event of any inconsistency or conflict between the Chinese version and the English version, the English version shall prevail, unless otherwise mandatorily required by applicable law.